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What you see

One or more of these, for days at a time:
  • The Mac’s version in the Frontegg Portal does not advance after a new release.
  • An update sent to the Mac from the Frontegg Portal shows as timed out or failed, and the Mac is still on its previous version.
  • The AgenShield menu bar keeps saying an update is available, but nothing installs it.
The Mac is still protected throughout. A failed or never-started update leaves the installed version running and enforcing — nothing is half-installed. There are two different causes. Work out which one applies before you act.

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Cause 1 — no update was ever sent to the Mac

From version 2026.9.1, AgenShield never installs an update on its own. The Mac checks for new releases and tells you one exists, but it installs it only when your organization asks it to:
  • Automatic updates are turned on for your organization in the Frontegg Portal — they are off by default; or
  • an administrator sends an update to the device, or starts an update for a group of devices, from the Frontegg Portal.
On 2026.9.0, automatic installation was a per-device setting, also off by default. So a Mac that reports “update available” for a week is usually doing exactly what it was configured to do. Nothing on the Mac is broken. How to confirm: in the Frontegg Portal, check whether automatic updates are enabled for your organization, and whether any update was sent to this device. If neither is the case, this is your cause. How to fix: turn on automatic updates, or send the update to the device from the Frontegg Portal. Devices pick it up within a few minutes while they are awake and online.

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Cause 2 — the update was interrupted while the Mac was asleep

A closed or idle Mac wakes briefly every few minutes for maintenance (to sync mail, back up, and so on) and goes back to sleep after well under a minute. An update sent from the Frontegg Portal can reach the Mac during one of those brief wakes. On affected versions the download was then timed against the clock including the time the Mac spent asleep, so it gave up as soon as the Mac woke again, and the update was reported as failed (or never reported at all). You may also see a message mentioning GitHub Releases and a 404 next to the real error. For pre-release builds that part is expected and is not the cause — those builds are published only to AgenShield’s own download service. Affected versions: 2026.10.2 and earlier. Fixed in: the release after 2026.10.2. From then on the download pauses while the Mac sleeps and resumes when it wakes, an interrupted update is retried automatically for up to about a day before it is reported as failed, and a failure message names the download problem that actually occurred. The fix applies to updates from a fixed version onward: a Mac still running an affected version needs one more update sent while it is awake. How to confirm: on the Mac, look at the end of the update log:
If the last lines say the download failed with curl timed out after 300000ms, followed by a report that the upgrade was aborted and the Mac is still on its previous version, this is your cause. How to fix: send the update again from the Frontegg Portal while the Mac is awake and in use (or plugged in with the lid open), and leave it awake for a few minutes. Alternatively, run the update directly on the Mac:

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When to escalate

Contact support with a diagnostic bundle (see Collecting diagnostics) if:
  • an update sent to an awake Mac still fails, or keeps failing on a version later than 2026.10.2;
  • the update log shows a checksum or signature failure — never work around those; or
  • the Mac never shows that a newer release exists even though one has been published for your organization’s release channel.